arvato drives away with BMW customer services deal

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And snatches work from outsourcing rival Capita

Business outsourcing firm arvato has won a five-year contract to provide multichannel customer services for BMW Group in the UK and Ireland. It has replaced Capita which previously did the work.

arvato was selected following a competitive tender process and its solution will align customer relations activities across BMW Group UK’s sales and financial services operations.

The partnership will see arvato support customers of the group’s BMW, MINI and Motorrad brands across telephone, email, web chat, SMS and social media. arvato will handle approximately four million customer and retailer interactions per year, and manage financial interactions throughout the customer lifecycle for BMW and MINI financial services.

CRMThe majority of the 200-plus team will be based at arvato’s multi-channel customer engagement centre in Slough, with a small group located in-house at the BMW Group UK offices in Farnborough.

The deal represents an expansion of arvato’s established partnership with BMW, which includes services delivered from Germany, China, Italy, France and Romania.

Debra Maxwell, CEO, CRM & public sector, arvato UK & Ireland, said: “We are extending arvato’s successful relationship with the BMW Group into the UK and Ireland, applying our expertise in customer relationship management for the automotive industry to create a long term, flexible and successful partnership.”

arvato is part of the Bertelsmann group. In the UK and Ireland it delivers customer relationship management services for international businesses such as Renault, Harley Davidson, Zara, Texaco and a range of public sector clients.

The value of the new BMW deal has not been disclosed.

@AntonySavvas